Surface Laptop

Problem management for reliable online services

This paper introduces problem management and the benefits organizations may derive from implementing a robust problem management framework.

Version:

001

File Name:

Problem-management-for-reliable-online-services.pdf

Date Published:

4/24/2013

File Size:

580 KB

Problem management can be used by a wide range of organizations to help improve the reliability of their online services – from a cloud provider providing infrastructure, platform or software solutions, though to an independent software vendor (ISV), or the end customer. This paper introduces problem management and the benefits organizations may derive from implementing a robust problem management framework. It frames problem management by comparing it to incident management and describes the difference between the two. It also provides several foundational concepts of effective problem management processes, and discusses examples of how these types of organizations might implement problem management, including root cause analysis, to help improve the reliability of their online services.